Internal Notes

What Is an Internal Note?

Internal Notes allow you to add information directly within a Captivated conversation that is only visible to your Captivated team members.

They can be helpful for:

• Sharing context or instructions with another team member
• Documenting a phone call or other communication that happened outside of Captivated
• Recording important information about the customer or conversation
• Reminding yourself or a team member to follow up later

For example:

I spoke with the customer by phone. They’re planning to come back next week.

Important: Internal Notes are not sent to the customer. Only Captivated Users with access to the conversation can see them.

Add an Internal Note

To add an Internal Note:

1. Select the Internal Note icon below the message field.
2. Enter your note.
3. Select Save.

The note will appear inline within the conversation for your team to reference.

Add an Internal Note While Composing a Message

You can also add an Internal Note while you’re composing a message, making it easier to document important context without leaving your workflow.

Add your Internal Note, then continue composing your customer-facing message as needed.

This is helpful when you need to capture information for your team while actively working on a response to the customer.

Remember: Your Internal Note remains visible to your team only and is not included in the text sent to the customer.

Mention a Team Member

Need to bring something to another User’s attention? Use an @Mention within your Internal Note.

Mentioning a User or Team notifies them about the conversation so they can review the note and determine whether they need to take action.

If the User joins the conversation, they can communicate with other team members and respond directly to the customer as appropriate.

If another User should become responsible for the conversation, transfer the conversation to them.

Schedule an Internal Note

You can schedule an Internal Note to remind yourself or another team member to follow up with a contact or complete a task at a later date or time.

To schedule an Internal Note:

1. Select the Internal Note icon below the message field.
2. Enter your note.
3. Select the clock icon next to Save.
4. Choose the date and time you’d like the note to appear.
5. Select Save to schedule the note.

The Internal Note will remain scheduled until the selected date and time.

Edit a Scheduled Internal Note

Need to change a reminder or correct something before the note appears? You can edit a scheduled Internal Note anytime before its scheduled time.

Select the pencil/edit icon on the scheduled Internal Note to open it for editing.

You can update the note’s content or adjust the scheduled date and time as needed.

When you’re finished, select Save to save your changes.

If you only change the content of the note, the original scheduled time will remain the same unless you choose a new one.

Important: Make sure you select Save after editing so your changes are applied to the scheduled Internal Note.

Cancel a Scheduled Internal Note

If you no longer need a scheduled Internal Note, select the red trash icon to delete it before its scheduled time.

Once deleted, the note will no longer appear at the scheduled date and time.

Find Scheduled Internal Notes

You can use your Conversation Filters to find conversations containing scheduled Internal Notes.

Select Scheduled from the conversation filter to view conversations with scheduled activity, including scheduled Internal Notes and scheduled text messages.

When you’re finished, change your filter back to Active to return to your normal conversation view.

Internal Note vs. @Mention vs. Transfer

I think this little table would be really useful on this particular article, because customers can easily confuse these three features:

Questions?

Chat with Captivated Support using the Support option in Captivated or text us at 317.316.3600.